01Executive summary
This is a convenience translation. In case of any discrepancy, the Portuguese version prevails.
- Target availability (monthly): 99.9% for Delivery/Playback and APIs/Control; 99.5% for Upload/Ingest.
- Service credits are the sole remedy for covered unavailability, as set out in the Terms.
- Clear exclusions: announced maintenance, force majeure, customer network/environment, overages/"fair use", content removed due to reports/legal orders, Beta/AI/analytics features (no credit).
- Simple process: request the credit within 30 days with minimal evidence; credits limited to 50% of the monthly value of the affected service and non-refundable in cash.
02Definitions
Services
Features for hosting, processing, and distributing videos, including APIs, dashboard, players, upload/ingest, transcoding, and delivery/streaming.
MUP
Monthly Availability = (1 − minutes of covered unavailability / total minutes of the month) × 100%.
Covered unavailability
A continuous period ≥ 5 minutes in which a covered endpoint returns 5xx errors or timeouts above the threshold (see §3), measured by Moviie probes and/or edge logs.
Region
Location of the measurement/delivery point. Credits consider material and widespread impact (not isolated/specific-ISP).
Monthly cycle
UTC calendar month.
Service credit
A percentage discount on the future invoice for the affected service in the month of the incident, not cumulative beyond the limits of this policy.
03Scope of covered services and targets
| Service / Component | MUP target | Credit-eligible? |
|---|---|---|
| Delivery / Playback (CDN/HTTP streaming) | 99.9% | Yes |
| APIs & Dashboard (Control/Token/protection*) | 99.9% | Yes |
| Upload / Ingest | 99.5% | Yes |
| Webhooks (delivery with retry) | SLO (best effort) | No |
| Transcoding / Processing | SLO (best effort) | No |
| AI (transcription, dubbing, chapters, moderation, search) | SLO (best effort) | No |
| Analytics / Metrics | SLO (best effort; up to 24h delay) | No |
*Protection/tokens: Moviie uses social DRM protection (forensic watermarking, signed URLs, embed control, and download blocking) when provided by Moviie; integrations with third-party protections/licensors configured by the customer may not be credit-eligible (see §5). Beta/experimental features are not covered by the SLA.
04How we measure unavailability
- Moviie active probes/healthchecks and edge telemetry, in 1-minute windows, across multiple regions.
- For Delivery/Playback, we consider 5xx failures/timeouts when fetching manifests (m3u8/mpd) and segments at valid URLs with valid credentials/tokens.
- For APIs/Dashboard, we consider 5xx/timeouts (it does not include 4xx due to customer error: auth, invalid parameters, rate limit, incorrect embed).
- For Upload/Ingest, we consider 5xx/timeouts when starting/resuming/confirming uploads (it does not include customer/local network failures).
Threshold: a continuous window ≥ 5 minutes with an error rate ≥ 5% (or p95 latency > 10s with timeouts) in at least 2 independent regions. Smaller events (flaps) < 5 minutes do not count. The exclusions in §5 do not enter the denominator of the calculation.
05Service credits (sole remedy)
When the monthly MUP of an eligible service falls below the target:
| Monthly MUP of the service | Credit on the monthly value |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
- Credit applied to future invoices (it is not a cash refund).
- Cap of 50% of the total paid for the affected service in the month of the incident.
- Not transferable between services/accounts; not cumulative with other compensation.
- Sole remedy as set out in the Terms of Use.
06Exclusions
The following do not count as covered unavailability:
- Scheduled maintenance (windows announced with reasonable advance notice).
- Emergency maintenance to mitigate security/stability incidents.
- Force majeure / third-party networks (disasters, major backbone/ASN/IX failures, government blocks).
- Customer environment (DNS, own certificates/domains, unsupported players/SDKs, custom integrations, customer bugs).
- End-user network/device (ISP, Wi-Fi, proxies/censorship, corporate blocks, adblockers, antivirus).
- AUP/Legal (removals due to reports, judicial/administrative orders, or AUP/Terms violations).
- Plan limits / fair use (throttling or suspension due to overages, abuse, DDoS originated by the customer, disregard for rate limits/cache-control).
- Invalid credentials / 4xx (expired authentication, invalid tokens, incorrect parameters).
- Optional third-party dependencies integrated by the customer (external protections, gateways, additional CDNs, messaging services).
- Beta or SLO features (AI, transcoding, webhooks, and analytics).
- Post-cancellation windows (10-day period for download/backup).
- Content/masters: the absence of the original "master" does not constitute unavailability (see Terms).
07Process to request credits
Send to support@moviie.ai, within 30 days of the incident, with the minimum information:
- Account/organization ID and affected service;
- dates/times (UTC) and impacted URLs/routes;
- log samples and correlation with 5xx/timeout failures;
- evidence that it is not an exclusion (§6).
Credits will be assessed based on Moviie's official metrics (which prevail for billing) and applied to the subsequent invoice when due.
08Support (response SLOs: non-creditable)
| Severity | Description | First-response target |
|---|---|---|
| P1: Critical | Widespread interruption of Playback or APIs with broad impact | 2h |
| P2: High | Significant degradation (errors/high latency) with partial impact | 8h |
| P3: Medium/Low | Questions, requests, non-blocking bugs | 2 business days |
Targets in business days, Brasília business hours, with no financial credits. The 24/7 escalation for P1 may be triggered by Moviie during widespread incidents; communications will occur via dashboard/status.
09Customer best practices
To achieve the best availability (and avoid exclusions), the customer should:
- Use supported players/SDKs and keep versions up to date;
- Respect cache-control, rate limits, and documented tokenization practices;
- Configure retries with backoff on APIs and webhooks;
- Keep its own DNS/SSL valid when used;
- Avoid open hotlinking and protect embed/tokens;
- Keep integrations with reasonable timeouts and circuit breakers.
10General provisions
- Contractual hierarchy: this SLA supplements the Terms of Use; in case of conflict, the Terms prevail.
- Limitation of liability: the limitation to the 12 months paid and the credits-as-sole-remedy clause remain valid.
- Changes to the SLA: Moviie may update this SLA, with reasonable notice, taking effect for the following cycle.
- Eligible plans: paid plans only; trials and free tiers are best effort (no credits).
- Governing law and venue: follow the law and venue defined in the Terms of Use.